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Amazon (UK)

  Technology Retail in the UK

Amazon overall Effort Score: 58 Amazon (UK) vs 58 Amazon (UK) last quarter
Sector Effort Score benchmark: 54 Amazon (UK) vs 54 Amazon (UK) last quarter

Amazon's UK branch retains 2nd place in the rankings, with its Overall Effort Score of 58 also the same as the previous quarter. This places it just one point behind leader Argos.

Its Style of Communication (+6) and Knowledge and Expertise (+2) pillars saw increases, although this was offset by the large drops in Understanding and Valuing the Customer and Speed Solving the Problem areas.

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Customer Effort in detail

Style of Communication 61 vs 55 last quarter

43% say the politeness of their customer service agents is 'excellent'

44% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 56 vs 54 last quarter

41% rate the expertise of the customer service agent as 'good'

41% say the way details were clearly explained to them was 'good'

40% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 61 vs 76 last quarter

40% rate this brand as 'excellent' for how they made them feel valued/important as a customer

41% say the range of solutions or options that were suitable was "excellent"

60% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 57 vs 73 last quarter

41% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

49% say they made it ‘very easy’ to achieve what they set out to do

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.